In this guide, you will learn how to create and configure call groups (Call Groups) and call queues (Call Queues) in 3CX. By using these features, you can effectively distribute incoming calls and improve your communication with customers.

Difference Between Call Group and Call Queue

A Call Group is a group of agents who receive simultaneous rings on an incoming call. If no agent answers, you can configure what happens next. A Call Queue, on the other hand, manages calls in a queue and plays hold music for callers until an agent becomes available.

Create a Call Group (all ring simultaneously)

  1. Step 1: Open 3CX Management Console

    Start the 3CX Management Console and log in with your credentials.

  2. Step 2: Go to Call Groups

    In the left menu, navigate to Extensions and then select Call Groups.

  3. Step 3: Create New Call Group

    Click on the button Add Call Group to create a new call group.

  4. Step 4: Configure Basic Settings

    Enter a name and a unique number for the call group. Then select which agents should be included in the group.

Configure Ring Timeout and Actions on No Answer

  1. Step 1: Go to Call Group Settings

    Select the call group you want to configure and click on Edit.

  2. Step 2: Set Ring Timeout

    In the General Settings tab, enter how long it should take before the call is forwarded to the next agent or alternative.

  3. Step 3: Configure Actions on No Answer

    In the Call Handling tab, select what should happen if no agent answers, such as forwarding the call to another call group or an IVR system.

Create a Call Queue with Queue and Hold Music

  1. Step 1: Go to Call Queues

    In the left menu, navigate to Extensions and then select Call Queues.

  2. Step 2: Create New Call Queue

    Click on the button Add Call Queue to create a new call queue.

  3. Step 3: Configure Basic Settings

    Enter a name and a unique number for the call queue. Then select which agents should be included in the queue.

  4. Step 4: Add Hold Music

    In the Music on Hold tab, upload a WAV file with your chosen hold music.

Add Agents and Working Hours

  1. Step 1: Go to Call Group or Call Queue Settings

    Select the call group or call queue you want to configure and click on Edit.

  2. Step 2: Add Agents

    In the Agents tab, add the agents who should be included in the call group or queue.

  3. Step 3: Configure Working Hours

    In the Schedule tab, set working hours for each agent. This helps ensure that calls are directed to available agents.

Connect DID Number from Internetport to Group

  1. Step 1: Log in to Customer Portal

    Go to Customer Portal and log in with your credentials.

  2. Step 2: Navigate to DID Numbers

    In the menu, go to Services, then My Services and select the relevant SIP trunk number you want to configure.

  3. Step 3: Configure DID Number

    Click on the specific DID number you want to connect to the call group or queue. In the Configuration tab, enter the unique number for the call group or queue that you created earlier.

Common Issues

  • Agents do not answer: Check that agents are available and have the correct status in 3CX. Make sure they have correctly configured phone settings.
  • Queue does not work: Verify that hold music is uploaded correctly and that there are agents available during working hours. Also check that the DID number is correctly configured in the Customer Portal.

For more help or if you encounter issues, contact Internetport support via Customer Portal.